Clinical Resource Equity Supervisor

Supervise the day-to-day activities of staff, ensuring a high level of productivity. Develop and manage staff schedules to optimize operational efficiency, ensuring appropriate skill mix and coverage to meet service demands. Monitor staff attendance, scheduling adherence, and timecard accuracy to support efficient operations and ensure compliance with payroll and labor requirements. Monitor key performance indicators (KPIs), including intake times, telephony performance metrics, service lines, and outcomes; analyze trends and implement process improvements as needed. Ensure compliance with all regulatory requirements, organizational policies, and applicable standards. Develop, implement, and maintain Standard Work Instructions (SWI) ensuring consistency and operational excellence. Conduct regular quality assurance reviews and audits of processes and documentation to maintain accuracy and high service standards. Select, train, coach, motivate, conduct performance evaluations, and direct the workflow of the team. Continuously monitor the functioning of the REACH Program and recommends changes to operational procedures as necessary. Interpret and execute transfer requests to determine equipment and services required for a safe and smooth patient transfer. Organize and deliver all clinical services as directed by clinical representatives of the Arizona Centralized Transfer Line. Determine if best to use external or internal resources based on factors which include but are not limited to urgency, system saturation, recent activity, and clinical expertise. Act as an integral member of the centralized transfer line for patient transfers throughout the continuum. Compile and prepare documentation related to appropriate sequence of events so as to provide quality transfers efficiently. Coordinate with internal personnel and external agencies to address continual demand for patient transfer and maintains a list of anticipated needs and projected resources in a complex environment. Receive, verify, and provide ongoing follow-up requests and referrals/orders. Enter, maintain, and archive data in computer files for organizations as required using multiple software platforms. Build referrals using information in patient medical record to provide minimum data necessary to coordinate patient services. Identify, resolve and communicate real and potential problems and information to appropriate leadership members. Prioritize safe utilization of resources. Provide all customers of the state of Arizona with an excellent service experience by consistently demonstrating our core and leader behaviors. Knowledge, Skills and Abilities: Knowledge of medical terminology and human anatomy. Ability to stay calm under high-pressure conditions and timelines. Ability to provide excellent customer service skills, leadership skills, and ability to multi-task in a fast-paced environment. Ability to be detail-oriented and have good organizational skills. Knowledge of call center operations, including call routing systems, workforce management, and performance metrics (e.g., service levels, average handle time). Knowledge of healthcare processes, medical terminology, and patient transfer coordination. Ability to work flexible schedules, including evenings, weekends, and holidays, as needed. Knowledge of applicable regulations and compliance standards, including HIPAA and patient privacy requirements. Strong leadership and team management skills, with the ability to supervise, coach, and develop staff in a high-volume environment. Ability to provide excellent verbal and written communication skills, including the ability to effectively handle escalations and interact with clinical staff, providers, and external partners. Strong problem-solving and critical thinking skills, with the ability to make timely decisions in fast-paced or high-pressure situations. Demonstrated ability to manage multiple priorities, delegate tasks, and ensure operational efficiency.